At Fidelity Works Ltd we want to ensure that everything we do during our relationship with you treats you fairly and is in your best interest.
From a household survey in 2009 the Health & Social Care Information Centre claims that 1 in 4 adults will experience a mental health problem in any given year.
Given such a high percentage of potentially vulnerable borrowers our regulator, the Financial Conduct Authority, requires that we have policies and procedures in place to work with customers who suffer from mental capacity limitations at any time in the loan process whether it be when applying for a loan or when it comes to repaying it.
Mental Capacity Limitations do not have to be as a result of mental health issues and they do not have to be permanent. While they may be as a result of a long term issue such as dementia or significant learning difficulties, they may equally be a short term issue such as concussion following a head injury or as a result of drug or alcohol abuse.
Before we can begin to help customers suffering from these issues we need to know about them. Therefore if this does apply to you we would urge you to tell us. We know that this can be daunting and you may have worries or reservations to doing so but it is for the best. Below are the details of what we will do when you do tell us which will hopefully put your mind at rest.
When you tell us about something you think may cause a mental capacity limitation we will:
• Not judge you
• Not immediately reject your application for credit based on this
• With your consent collect and use adequate information about the issue to enable us to help you
• Allocate you a dedicated account manager who has experience in cases like yours and will work with you
• Not discuss your situation with anyone outside of our Company without your express consent unless the law requires us to
• Ensure that we take extra time to make sure you understand what we discuss and are happy with the outcomes we reach
Like many things in life we will ask you to do some things for us too. We will:
• Explain to you the information we need to record about your mental capacity limitation issue and as required by law ask you for your permission to do this.
• Ask you if you would like us to work with anyone you have helping you such as a family member or adviser. If you would then we will require a written authority document to be signed by you allowing us to do this.
• Ask you to be totally honest with us and to keep us updated about any changes to your situation.
We are committed to providing accessible services for all our customers. This includes customers who require additional support to make their own decisions, or need information in different formats. If you find our information difficult to understand, we can help:
• meet your needs by explaining things in a way you can understand; and
• support you to make your decision.
If you would like to talk to someone, you can call 01284 724651 between 8:30am and 5pm Monday to Friday (excluding Bank Holidays in England) or email email@example.com.